At Mococity, customer satisfaction is always our top priority. We're sorry if you are not completely satisfied with your purchase. "Contact Us" to get in touch with our customer service team and describe the items you want to return and the reason for your return.
RETURN POLICY
Mococity's Responsibility:
If you received the incorrect or defective order, our customer service will review the return request and will send further instructions if the return is approved. Our team will bear the freight charges for the return of the goods.
Customer's responsibility:
Please note customers are fully responsible for choosing the right product during the checkout. If customers choose the wrong item or wrong size, Customer can return the item to us to get the refund (product price only) or exchange. In this case, customer will be responsible for the shipping fee both ways (to and from our warehouse).
The refund or exchange will be made once the warehouse has received the return.
PLEASE NOTE
Eligible items can be returned or exchanged within 30 days of receipt of the original order.
Items must be unused, undamaged and in original packaging and ensure that all articles in the package are intact. If not, the customer is responsible for all incurred fees and no refund will be issued.
We do not accept the return method of cash on delivery. If it is sent, the return will be rejected.
Final sale items, promotions, coupons, freebies are not eligible for return or exchange.
Once a package has been packed or shipped out, we cannot change the shipping address for you. Please ensure the shipping address is correct during the checkout. We are not liable for packages lost due to incomplete or inaccurate addresses.
RETURN INSTRUCTIONS
1. Received a faulty device or the wrong product
Please contact our customer service to start the return process.
（Our customer service team will review the return request and send further instructions if the return is approved. Our team will bear the freight cost of returning the goods）
2. If you receive it and find that you have the wrong size, color, dislike or other reasons, please contact customer service, we can accept the return of the goods in good condition. (At this point, the buyer is obliged to bear the freight.)
3. If the product is damaged during the return process, we will give priority to advance the refund fee. Subsequent claims will be made to the logistics company, and the logistics company will bear the refund fee.
Please contact our customer service to start the return process. Please provide the following information:
Order number
Proof of purchase video or photo of the defective product (if applicable)
Full shipping address
Contact Phone Number
Where do I send returns?
Please contact our customer service at sales service@vivian.com to obtain the return address.
RETURN SHIPPING ITEM
1. vivian will ship the items within 3 business days according to the order placed
2. vivian General Returns Policy - In most cases items shipped by myhealthoutfit can be returned within 3 days of delivery or 30 days of delivery if the delivery date cannot be traced.
（Please note that if it is not a quality problem, shipping the product after 30 days will not be accepted for return.）
3. After shipping, you will receive an email with the shipping date and other details of your order. Some products have different guidelines or requirements.
RETURN/EXCHANGE PROCESS
Step 1: Request a return or an exchange, please contact our after-sales customer service at service@mococity.com.
Step 2: Providing the order number and your email as required, our customer service team will contact you.
Step 3: We will authorize your return with our return shipping address.
Step 4: Prepare your package and pack your merchandise and all its contents (including box and dust bags) securely.
Step 5: Deliver your package. Make sure you get a receipt and code for tracking your parcel online.
REFUND
Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed within 3-5 days and a credit will automatically be applied to your credit card or original method of payment within a specified number of days.
Service email: service@mococity.com